Refer to
14-Nov-2022
https://mervelee.com/2025/03/30/without-prejudice-mervelee-myers-focusing-on-housing-for-women-failures-after-zaiba-qureshi-be-ceo-ban-customer-scrutiny-panel-hony-premial-started-was-minute-taker-ms-h-presley-found-me-on-twitter-h/
14-Nov-2022
MsMervelee Myers
16 Alma Grove
London
SE1 5PY
Dear Ms Mervelee Myers
Stage 1 response to your complaint ref: 2022000052
Myreference: 2022000052
Please ask for: A.Watson
I have reviewed your complaint at stage 1 of our internal complaint procedure and am writing to provide you
with HfW’s response.
You complained to HfW about:
· Lengthoftimetoreplace the broken radiator
· Handlingofyour external door repairs
· Lackofcommunicationregarding the tree removal
· Outstanding repairs to the broken fence
· Lengthoftimetoreplace the glass to the communal door
· Reportsofanti-social behaviour regarding your neighbour
I understand that to resolve your complaint you are seeking:
· Thefencetoberepaired
· Apologyregarding complaint handling
· Clearcommunication regarding who is responsible for the tree removal
· ForH4Wtoacceptnegligence
· Apologyforamemberofstaffhanging up the phone
· Complainttoberesolved amicably
In investigating your complaint, I have considered the following:
· Reviewedourpolicy
· Spokewithourcontractors
· Reviewedourcontractors’ systems
· Reviewedourservice standards
I spoke with our heating contractor Watret with regards to the broken radiator. They advised there were no
repairs reported with regards to a broken radiator in the last six months but there have been repairs raised
regarding the heating not working. A heating engineer attended on the 27th October 2022 and advised there
was nofault found and gave you a demonstration on how to use the Honeywell wireless room stat. He also
wrote down instructions on how to operate it.
I therefore deem this part of your complaint not upheld.
I reviewed our contractor, MCP’s portal to investigate the repairs reported regarding your front door. There
are no reports in the past year, of a repair being raised regarding a fault to the lock on the front door.
I therefore deem this part of the complaint not upheld.
Oninvestigating the communication between H4W and yourself, I was unable to find evidence that
demonstrated we had been clear with a decision regarding the tree removal. I can confirm that it is the
resident’s responsibility to maintain the garden. This will include the removal of a tree.
Wearesorry we were not clear in our communication and for the delay in responding back to you.
This section of the complaint is upheld.
It was reported on the 23rd February 2022 a repair to the gate and fence was required. A make safe was
carried out but inline with our policy, it is the resident’s responsibility to repair/replace a fence that divides
two gardens. After reviewing the photos held on the contractor’s portal that the fence in question divides
two gardens. We therefore are unable to fulfil your request by repairing/replacing the fence.
Onthe 22nd May 2022 it was reported to our repairs contractor, the communal door had a smashed pane of
glass. A board up was completed to the broken glass on the 22/05/2022. The glass was replaced on the 18th
July 2022 which is outside of our standard timescales.
I therefore deem this section of the complaint upheld.
I have requested an anti-social behaviour case is opened on your behalf. My colleague from the complaints
department will contact you with the case reference number.
I was unable to find any evidence of a complaint being logged relating to the above issues you have raised
with us. Therefore, I am unable to review the complaint handling.
I amsorry you had to report a staff member terminating your call when you contacted us. We take reports of
poor conduct by our inhouse staff and contractors very seriously. We appreciate that you found this
experience unpleasant, and we assure you that it was not representative of the services we aim to deliver.
This concludes Stage 1 of our internal complaints process. I am sorry that you had cause to complain to HfW.
I hope that this letter shows that your feedback has been fully considered and hope that you are satisfied
with this response.
If you are dissatisfied with our response, you should reply within 20 working days explaining why you remain
dissatisfied and what you are seeking as an outcome. This reply should be addressed to:
complaints@h4w.co.uk or by hard copy to:
HfWComplaints Team
Sixth Floor, Blue Star House
234-244 Stockwell Road
London
SW99SP
Your complaint will then be reviewed by the Director of Operations at stage 2 of our internal complaint
procedure as outlined in our Complaints Policy. A copy of this policy can be viewed online at:
https://hfw.org.uk/media/70234/complaints-policy-sept-2021.pdf
As a registered social landlord, we strive to adhere to the principles outlined in the Housing Ombudsman’s
Complaint Handling Code, which can be viewed online a
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